Integration That Powers Performance

APPLICATION OVERVIEW:

Contact Management

FROM REYNOLDS

A Reynolds Generations Series application to help you

reach, retain and renew customers.

Potential Benefits
Contact Management from Reynolds integrates your dealership
data with data from your Web site, car-buying services and car
company sites to help you intelligently manage a consumers
experiencefrom shopping through buying and owning.
Contact Management has been created specifically for the needs
of the automotive retailer to help you improve consumers
satisfaction, your operational efficiency and your overall profitability by allowing you to manage leads from any sourcethe
Web, the phone or your showroom floor.
Contact and follow-up processes are customizable, so you can
choose to reach out to customers based on unique schedules
that depend on their availability, response or satisfaction.
Seamless integration with your name file means that leads arrive
in real time and can be populated directly into a salespersons
desktophelping eliminate time-wasting duplicate data entry
and theres no more need to wait for batch updates of leads.
Contact Management from Reynolds combines the advantages
of ASP delivery and advanced technology from Microsoft.NET
to make the application transparent and easy to use, helping you
boost utilization and save money in hardware updates and
support.
Seamless integration with lead sources makes it easier to exceed
customer expectations for immediate follow-up. Its not enough
to get leads quicklyyour staff has to act on them immediately.
Contact Managements powerful reporting features allow you to
evaluate lead sources and sales staff effectivenessincluding
follow-up consistency, response time, close ratios and more,
helping you make better sales management decisions.

Whats more, Contact Management from Reynolds is supported by

a comprehensive suite of services that includes expert consultation, technical assistance, application training, Continuous
Improvement Training and e-commerce education through the
Internet College.
Convert more prospects to buyers and more buyers to service
customers with powerful contact-management technology.
Increase sales productivity and employee effectiveness with
customizable contact and follow-up processes.
Eliminate duplicate paperwork and data entryname files are
kept in sync, automatically.
Protect your hardware investmentContact Managements
advantages are delivered via ASP technology.
Process hot leads in real timeleads dont have a chance to
cool off when you dont have to wait for overnight batch delivery.
Improve productivity with process improvement and application
training.
Speed up deal closingall information is sent seamlessly to F&I
directly from Contact Management.
Powerful reports let you evaluate your customers, staff and
dealership effectiveness.
Improve integration with car company and car-shopping sites
so leads dont grow stale.
Customer-focused, unique schedules can be created based on
availability, response or satisfaction.

Contact Management

Implement Contact Management in three easy stages.

Web

Phase I
Internet Lead
Management

Web

Phone

Walk-Ins

Phase II
Web and Showroom
Sales Automation

Web

Phone

Walk-Ins

Outward-Bound Marketing

Complaint Resolution

Phase III
Full Relationship
Development Center
Deployment

Reynolds Contact Management is feature-rich and can be

implemented in phases to streamline the transition for your
staff. You might begin with Web lead managementsince
leads generated from your dealerships site are
automatically populated onto your sales staffs computer
desktops. As their comfort level and expertise with the
system increases, they can start using the system to manage
the entire sales process.

Implementation can include a Full Relationship Development Center

with client care resolution, outward-bound marketing and
integrated customer service. No matter how you implement the
system, it will be backed with industry-leading training and
technical support by Reynolds experts.

Integration That Powers Performance

Testimonials
Reynolds Contact Management is a content-rich, process-rich, Web-based
program that used correctly will prevent clients from falling through the cracks
and give knowledgeable individuals the ability to tailor ongoing communications
and develop lifelong relationships.
Lee Holden, Internet Manager, Miller Automotive Group Nissan Infiniti

My favorite part is the ability to see exactly what transpired during any specified
time periods. The reports are very helpful and can give me tremendous feedback
ranging from turnaround times to closing ratios. I am also able to carefully
monitor scheduled activities to guarantee timely completion.
Keith Guiness, Director of Internet Sales, Roswell Infiniti

The feature that probably has the greatest value to me is the ability to locate
a given contact very easily and without having to remember the correct spelling,
and the ability to call up all records associated with that contact.
Myron Remington, Internet Manager, Austin Infiniti

Contact Management
Features
and Benefits

Sixty-eight percent of consumers begin

their car-buying process by researching
a specific car company Web site.* The
Reynolds Generations Series Web
Branding capabilities help deliver a
more consistent and convenient online
shopping experience.

Here the consumer can seamlessly

find a local dealership to do business
with right from the car company
Web site thats given them the
information they want on the vehicle
brand and makes that interest them
most. Links from the car company
Web site to the consumers retailer of
choice take the consumer to the
brand they wanteven if the retailer
sells more than one brand.

*The Dohring Company, 2001 National Automobile

Consumer Study

Integration That Powers Performance

Features
and Benefits
For this consumer, Casey Rothrock
Motors is one of the local dealers that is
conveniently located near the consumer.
Because this dealership has a highly
interactive Automark Web site from
Reynolds, the consumer is taken right
into Caseys Toyota dealership and
inventory. Had the consumer come in
first through Caseys home page, they
would have been given the option of
linking to any of Caseys stores. This
smart site capability is delivered through
Reynolds exclusive BrandProtect
technology, which helps the dealership
save time and maintenance effort across
all of their franchise Web sites by being
able to maintain and make changes to
all of their sites with one single effort.
The BrandProtect feature helps
dealerships and car companies deliver a
more integrated brand experience to the
consumerstrengthening brand loyalty
right from the very beginning stages of
the consumers online shopping.

Here the consumer has linked

seamlessly into the retailers inventory
and because of the Reynolds Generations Series that inventory is updated
and displayed real-time to the consumer with deep bi-directional data
exchange from the ERA3 system. Thats
critical because consumers #1 requirement when shopping online is access to
current and accurate vehicle information. They dont want to waste time
contacting a dealership for a car that
has just been sold.

Contact Management
Features
and Benefits
And the vehicle data thats available
through Automark Web Services and
Contact Management from Reynolds
gives the consumer the details they
need to make a decision to contact
your dealershiprather than your
competitor down the street. Thats
just one of the reasons Automark
Web Services from Reynolds deliver
more traffic to your Web siteand
more importantly gives you more
highly qualified leads.

Here Automarks highly interactive

and consumer-friendly award-winning
designplus real-time vehicle
inventory have clearly qualified this
consumer as a serious buyer. The
consumer has already selected her
first choice vehicle from your in-stock
inventory, her intent and time frame
to purchase and her financial
payment ranges. That translates into
higher sales productivity for your sales
staff because they can focus their
time on following up on the leads
that are more likely to buy.

Integration That Powers Performance

Features
and Benefits

And with the Reynolds Generations

Series, the consumer information
that is typed into your Web site is
automatically transferred right to
your Reynolds Contact Management
toolmaking that initial contact
with your dealership even more
convenient for the consumer as well
as your sales staff.

That translates into more immediate

and personalized follow-up from
your sales staffessential processes
in todays market where consumers
demand respect of their time and an
integrated experience with your
dealership where they simply want
to state one time what they want
regardless of how they have contacted your business by the Web,
phone or walk-in.

Contact Management
Features
and Benefits

This feature increases sales

productivity because theres no
need to re-enter lead information
in the Reynolds Contact Management tool or your ERA3 system.
By simply clicking on the new lead,
the salesperson can see if the
consumer has done business with
your dealership in the past.

The Client Profile also integrates

consumer information from your
ERA3 systemnot only saving time
by completing other information the
consumer may not have supplied in
their most recent contact with their
dealershipbut also giving your sales
staff the opportunity to personalize
the sales process for your consumers.

Integration That Powers Performance

Features
and Benefits

With Sales History right at their fingertips,

sales staff can make each and every
contact more personalized and customerfocusedgiving customers more reasons
to come back to your dealership long
after their first vehicle purchase.

Complete Sales History lets your staff

address past driving and maintenance
habitsmaking the sale more consultative
and smoothing the way to understanding
how to best serve the customer. In this
case, the consumer is a loyal used car buyer
with your dealershippurchasing both
domestic and import brands across a range
of makes and models.

Contact Management
Features
and Benefits

Plus by drilling down on Service

History, you can readily identify any
past problems associated with
trade-in vehicles. That means more
accurate and faster vehicle
appraisalsand more consumer
convenience because your used car
manager can quickly access the
information they need on the
proposed trade-ineven before
the consumer shows up at your
dealership.

And because this information is

shared directly from the ERA3
system, your used car manager and
sales staff can be assured that the
information is current and always
synchronized with your service
departments information about that
customer and their vehicles.

10

Integration That Powers Performance

Features
and Benefits

Also, any past complaints or open

issues with your customers are right
at your sales staffs fingertips
helping them to improve and
strengthen your customer relationships.

After checking any previous

background on your dealerships
relationship with the consumer, your
sales staff can quickly attach the
desired vehicle, trade-in information
and begin the deal worksheet to
further speed the car-buying
process. Here the salesperson can
simply send all relevant information
to ERA3 to complete the offer or
they can complete a quick quote to
present to the consumer.

11

Contact Management
Features
and Benefits

Here the desired vehicle is attached

to the worksheetand if you note in
the upper right hand corner the most
important contact information is
readily available both for your sales
staffand for your sales manager to
track sales follow-up activities, return
on investment for your sources of
leads and other sales management
tools available through a robust set
of management reports.

Here the salesperson is pulling

up his own Activity List after
confirming an appointment with
the consumer at 11:30.

12

Integration That Powers Performance

Features
and Benefits

With just a few quick keystrokes, the

appointment and alert are set up by
the salesperson.

Here with .NET technology, the

salesperson will also be alerted
automatically to any new prospects,
reminders for appointments he or
she has already set and when deals
are completed by other sales
department or F&I personnel. Thats
especially important for salespeople
who get tied up on the lot, might be
delayed on test drives and for those
times when the salesperson and
manager have to juggle previously
scheduled appointmentsand
several consumers at once.

13

Contact Management
Features
and Benefits

Because .NET technology connects

people, information and devices in
a personal way, you can differentiate your dealership with more
convenient, faster, consumerfriendly service.

All of this information is integrated

real-time into one efficient and
consolidated calendar for each
salesperson and for your entire sales
staff so sales managers can quickly
determine sales activities and
schedule work activities for your
entire sales team.

14

Integration That Powers Performance

Features
and Benefits

And that calendar can be viewed

chronologically or by efficient
category to help sales staff complete
follow-up tasks more efficiently
between their appointments.

15

Integration That Powers Performance

Contact Management is a pivotal

part of the Reynolds Generations
Series suite of integrated solutions.
It can help you significantly improve
dealership operations and fits
alongside our other integrated
solutions thatincrease customer
loyalty and retention...strengthen
your relationship with car
companies...leverage the Internet
and help you keep pace with
technology.
Reynolds chose the pyramid to
symbolize the quality we build into
every solution for the new millennium. A solid foundation based on
more than 70 years serving the
automotive industry. The interlocking
strengths of a modular, integrated
building block design and an open
architecture that will protect your
investment in the future.

2002 The Reynolds and Reynolds Company. All rights reserved. Printed in U.S.A. ERA is a registered trademark of Reynolds and Reynolds Holdings, Inc.
Microsoft is a registered trademark of Microsoft Corporation.
4542862 01/02

www.reyrey.com